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    <title>Case Review</title>
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<body>
<p> Case Information</p>
    <table>
        <tr>
            <th>
                CaseID
            </th>
	    <th class="style5">
                SR Title
            </th>
            <th>
                Age(DD:HH)
            </th>
            <th>
               Total SR Labor(Mins)
            </th>
            <th>
               Idle(DD:HH)
            </th>
            <th>
                Severity
            </th>
             <th>
                Phase
            </th>
             <th>
                Service Level
            </th>
             <th>
                SR Type
            </th>
             <th>
                Count O Owner
            </th>
            <th>
                Reviewer
            </th>
        </tr>
        @@Overall
    </table>
    <br />
     <br />
      <br />
      <p> Review Information</p> 
      <table>
        <tr>
            <th class="style2">
               Customer Affecting Critical Errors
            </th>
	    <th class="style4">
               Criteria
            </th>
            <th class="style3">
                Meet/Unmeet
            </th>
            <th>
              Comment
            </th>
        </tr>
         <tr>
            <td rowspan="2" class="style2">
                Scope the issue correctly
            </td>
            <td class="style6">
                Does the engineer understand problem description?
            </td>
            <td rowspan="2" class="style3">
               @@Meet1
            </td>
            <td rowspan="2">
            @@comment1
            </td>
        </tr>
        <tr>
            <td class="style6">
               Does the engineer clarify the issue if problem description is not clear?
            </td>
        </tr>
                 <tr>
            <td rowspan="3" class="style2">
                Technical troubleshooting in the right direction
            </td>
            <td class="style6">
               Does the engineer provide correct suggestion?
            </td>
            <td rowspan="3" class="style3">
               @@Meet2
            </td>
            <td rowspan="3">
            @@comment2
            </td>
        </tr>
                 <tr>
            <td class="style6">
               Does the engineer collect enough info for troubleshooting?
            </td>
        </tr>
                 <tr>
            <td class="style6">
              Is the troubleshooting likely to find out the cause or resolve the issue?
            </td>
        </tr>

          <tr>
            <td rowspan="2" class="style2">
                Understand customer's issue and real concern
            </td>
            <td class="style6">
                Does the engineer understand customer's real requirement?
            </td>
            <td rowspan="2" class="style3">
               @@Meet3
            </td>
            <td rowspan="2">@@comment3
            </td>
        </tr>
        <tr>
            <td class="style6">
               Does the engineer answer all customer's questions or concerns?
            </td>
        </tr>
        <tr>
            <td  class="style9">
               Protect customer's data and privacy
            </td>
            <td class="style9">
                Does the engineer use MSSolve workspace to keep customer's data safe?
            </td>
            <td  class="style7">
                @@MeetAdd
            </td>
            <td class="style8" >
            @@commentAdd
            </td>
        </tr>
        <tr>
            <th class="style2">
               Business Affecting Critical Errors
            </th>
	    <th class="style4">
               Criteria
            </th>
            <th class="style3">
                Meet/Unmeet
            </th>
            <th>
              Comment
            </th>
        </tr>
         <tr>
            <td  class="style2">
               Meet 8h IR SLA
            </td>
            <td class="style6">
                Is IR sent and marked within 8 business hours?
            </td>
            <td  class="style3">
                @@Meet4
            </td>
            <td >
            @@comment4
            </td>
        </tr>
        <tr>
            <td  class="style2">
               Respond to customer within 24h
            </td>
            <td class="style6">
                Does the engineer reply to customer's E-mail within 24 hours?
            </td>
            <td  class="style3">
               @@Meet5
            </td>
            <td >
             @@comment5
            </td>
        </tr>
         <tr>
            <td rowspan="2" class="style2">
               Strike the customer on time (2 days/7days)
            </td>
            <td class="style6">
                Does the engineer strike the customer in time when there is no response?
            </td>
            <td rowspan="2" class="style3">
               @@Meet6
            </td>
            <td rowspan="2">
            @@comment6
            </td>
        </tr>
        <tr>
            <td class="style6">
               Does the engineer involved MGR or PTL to strike the customer in time?
            </td>
        </tr>
         <tr>
            <th class="style2">
              Non-Critical Errors
            </th>
	    <th class="style4">
               Criteria
            </th>
            <th class="style3">
                Meet/Unmeet
            </th>
            <th>
              Comment
            </th>
        </tr>
        <tr>
            <td  class="style9">
               Do thorough technical research
            </td>
            <td class="style9">
                Does the engineer do enough research to find out the cause and solution?
            </td>
            <td  class="style7">
                @@Meet7
            </td>
            <td class="style8" >
            @@comment7
            </td>
        </tr>
        <tr>
            <td  class="style2">
               Consult and escalate in time
            </td>
            <td class="style6">
                Does the engineer consult senior resource or escalate the case in time if necessary?
            </td>
            <td  class="style3">
                @@Meet8
            </td>
            <td >
             @@comment8
            </td>
        </tr>
        <tr>
            <td  class="style2">
               Communicate with the customer smoothly
            </td>
            <td class="style6">
               Is the communication smooth?
            </td>
            <td  class="style3">
               @@Meet9
            </td>
            <td >
            @@comment9
            </td>
        </tr>
        <tr>
            <td  class="style2">
               Log labor accurately
            </td>
            <td class="style6">
                Does the engineer log delivery labor accurately?
            </td>
            <td  class="style3">
                @@replaceM1</td>
            <td >
                @@replaceC1</td>
        </tr>
        <tr>
            <td  class="style2">
              Log research and communication integrately
            </td>
            <td class="style6">
                Does the engineer log all research and communication logs?
            </td>
            <td  class="style3">
                @@replaceM2</td>
            <td >
                @@replaceC2</td>
        </tr>
         <tr>
            <td  class="style2">
              Use proper non-tech templates and signatures
            </td>
            <td class="style6">
                Does the engineer use templates correctly?
            </td>
            <td  class="style3">
                @@replaceM3</td>
            <td >
            @@replaceC3</td>
        </tr>
         <tr>
            <td  class="style2">
             Avoid wording or grammar errors
            </td>
            <td class="style6">
                Is there any wording or grammar errors impacting communication?
            </td>
            <td  class="style3">
                @@replaceM4</td>
            <td >
            @@replaceC4</td>
        </tr>
         <tr>
            <td  class="style2">
             Manage customer expectation during case handling
            </td>
            <td class="style6">
                Does the engineer manager customer experience properly if necessary?
            </td>
            <td  class="style3">
                @@replaceM5</td>
            <td >
            @@replaceC5</td>
        </tr>
         <tr>
            <td  class="style2">
             Address customer's non-tech questions or concerns
            </td>
            <td class="style6">
                Does the engineer answer all customer's non-tech queries?
            </td>
            <td  class="style3">
                @@replaceM6</td>
            <td >
             @@replaceC6</td>
        </tr>
         <tr>
            <td  class="style2">
             Manage customer data properly
            </td>
            <td class="style6">
                Does the engineer manage customer's case data properly?
            </td>
            <td  class="style3">
                @@replaceM7</td>
            <td >
            @@replaceC7</td>
        </tr>
        <tr>
            <td class="style5">
               Overall Summary
            </td>
            <td colspan="3">
               @@replaceC8</td>
        </tr>
         <tr>
            <td class="style5">
              Overall Suggestion
            </td>
            <td colspan="3">
               @@replaceC9</td>
        </tr>
    </table>
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